Draga Radka,
Potpuno se slažemo i sada imamo drugačije tehničko rešenje. Mislili smo i još uvek mislimo da je najbolje rešenje kada su u pitanju naši članovi da razgovaramo sa njima i obavestimo ih o situaciji kako bi se osećali prijatno, ali pretpostavljamo da bi u ovom slučaju ukidanje bonusa učinilo situaciju mnogo boljom.
„Kazino je, od svih ostalih, taj koji je odbio sve predloge za obeštećenje. Da li razumete da vaš zahtev nije pravno obavezujući?"
Nismo sigurni kakvu nadoknadu želi. Da je izgubio novac dok se kladio, mi bismo mu nadoknadili što većina kazina ne bi uradila, ali je dobio novac. Razlog zbog kojeg je 250 dolara uklonjeno zato što je to bio bonus novac završen tokom opklade koju je on već završio i jednom dobio. Ovo bi mu bio drugi bonus od 250 dolara koji je dobio.
Nije stvar u novcu, već je u pitanju poštenje prema ostatku zajednice i stvar principa.
„Kazino je uklonio 250 dolara koje sam osvojio kada sam postigao bonus na meč bez moje dozvole.
Otprilike 5 dana pre nego što je ispunio uslov za opkladu rekli smo mu da ćemo to uraditi. Nije bilo iznenađenje, ali smo ga zamolili da ga sam otkaže umesto da mi to radimo umesto njega. Takođe smo objasnili da ćemo mu nadoknaditi štetu ako izgubi novac, a nije. Njegovo povlačenje je bilo trenutno i osvojio je mnogo novca u našem kazinu i mogao je da podigne 1500 dolara. Siguran sam da bi mnogim kockarnicama bilo teško za ovo u početku.
Imamo članove koji dolaze u naš kazino sa 10 dolara i odlaze sa 1000 dolara i oni su u šoku što su uspeli da povuku ovaj novac zbog prethodnih loših iskustava koje su imali. Mi smo izuzetno pošten kazino i imamo članove koji su otišli u 1000 drugih kazina, ali dolaze u naš kazino svaki dan.
Nadoknadu koja se traži za andandjonnik ne razumemo.
Srdačan pozdrav,
Del Oro kazino i tim za sportske kladionice
Dear Radka,
We completely agree and we now have a different technical solution. We thought and still think that the best solution when it comes to our members is by speaking with them and letting them know the situation so that they feel comfortable but we guess in this case cancelling the bonus would have made the situation much better.
"It is the casino, of all others, that has refused all proposals for compensation. Do you understand that your request is not legally binding?"
We are unsure what compensation he wants. If he lost money while wagering we would have compensated him which most casinos would not do but he won money. The reason that the $250 was removed because that was the bonus money completed during the wager that he already completed and got once. This would have been his second $250 bonus he received.
It isn't a matter of the money it is a matter of fairness to the rest of the community and a matter of principle.
"The casino has removed the $250 I won when I achieved the match bonus from my balance without my permission."
Around 5 days before he completed the wager requirement we told him that we would do this. It was no surprise, but we asked him to cancel it himself instead of us having to do it for him. We also explained that we would compensate him if he lost money which he didn't. His withdrawals were instant and he won a lot of money in our casino and was able to withdraw $1500. Which many casinos I am sure would have given a hard time for this in the beginning.
We have members come into our casino with $10 and leave with $1000 and they are in shock that they were able to withdraw this money because of previous bad experiences they have had. We are an extremely fair casino and we have members that have gone to 1000 other casinos but they come to our casino everyday.
The compensation that is being requested for andandjonnyx is not understood by us.
Best Regards,
Del Oro Casino and Sportsbook Team
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